Mainly, it's
not possible to set up a business rule on an inbound email unless it is a rule that is triggered by a CSR being created via email.
Approval email automatically include the CSR information that Stat needs to link them to the requested approval. This is for status transfer, migration or patch approval requests.
Trick is:
1. Must generate approval request emails via Stat
2. Must click on the Approve or Reject button on those emails
3. The email that comes back to Stat must be from the same mail domain as the email was sent to. (ie, you can't auto forward you approval request email to secondary email account and then respond from there).
One can't just send any email to Stat and call it an Approval. It has to go through the Stat process.
One can set up a Business Rule and use the PD Approval Escalation event rather than the CSR Update event.
Then on the Send to, you can select User, Opened By if that's what you really wants.
The current example is Assigned User which should be a better option. Finally, has to run the past due job periodically on the agent.
